Guest Service Manager (Duty Manager)

Guest Service Manager

Full time

The Hoxton has officially opened in Florence – the capital of Tuscany and a city famed for its Renaissance masterpieces, stunning architecture, and iconic landmarks. Bursting with culture (and as the birthplace of gelato), Florence felt like the perfect spot to become our second home in Italy.

The Hoxton in Florence will feature 161 beautiful bedrooms of varying sizes, a large ground floor restaurant, bar, lobby, rooftop and courtyard. There is also a basement meeting and events space.

More about us…

The Hoxton is a series of open-house hotels, each in a neighbourhood that we love. Ever since we opened our first hotel in Shoreditch, we’ve never just been about offering a bed for the night. We want to be more than that: proving style doesn’t need to be sacrificed for good value and providing a place where guests can hang out alongside the locals and submerse themselves in the neighbourhood with vibrant, welcoming public spaces.

What you’ll do… 

• Support the running of our day-to-day Front Office, leading and inspiring our receptionists to create a memorable, effortless Hox experience for our guests – from when they arrive, over the course of their stay and until they get their bill and head off again. 
• Lead your team by example, keeping them involved and motivated; help them feel empowered and supported, confident in providing top experiences for our guests and comfortable turning to you with questions. 
• Contribute to our success as a business, by making sure the right rates are being used, managing overbooking levels and working with the team to make sure we have a full and happy house. 
• Making sure everything is running smoothly and looking sharp, working with the team to find solutions to any hick ups. 

What we’re looking for… 

• Individuals. You’re looking for a place where you can be you; no clones in suits here. 
• Passion for hospitality – whether that’s a drink, a meal, an event or a bed for the night. 
• You’re all about having a positive impact on the people you interact with, leaving them with a memorable experience. 
• You’re not precious. We leave our egos at the door and help get things done. 
• You’re up for doing things differently and trying (almost) everything once. 
• If we got stuck in a lift together, we’d have a good time and share a few laughs. 
• You want to be part of a team that works hard, supports each other, and has fun along the way. 
• If you’re familiar with Opera or similar front desk operating system and understand GDS that would be a big advantage. 
• A natural at leading and managing others, you lead by example and create an environment where your team can be their best self. 
• You’re all about having a positive impact on the people you interact with, leaving them with a memorable experience.  

What's in it for you...

• The opportunity to work with an exciting new hospitality concept in Florence and have a real impact on its success.
• Join an innovative, fast-growing, international group that’s committed to not just building new hotels but building a global brand.
• The chance to challenge the norm and work in an environment that is both creative and rewarding.
• Become part of a team that’s very passionate about creating great hospitality experiences and building a portfolio of brands.
• Excellent discounts across The Hoxton and the global Ennismore family.
• A competitive package and plenty of opportunity for development.
• Time off to volunteer with one of our partner charities.
• Hox Hero and Nifty Fifty, our rewards for going the extra mile and living our values.
• An annual diversity and inclusion calendar of events creating opportunities for you to learn, celebrate and make a positive impact.
• Regular team get togethers, from our High Fives to our (pretty special!) team parties – we know how to have a good time!